Technical Support Incident Manager - Hospitality Suite

Job description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. As a Customer Relations Supervisor, you will be responsible for managing projects, such as creating internal training curriculums and schedules, presenting at Oracle Support Services new hire orientation, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Client Relations analysts for the customer visit program and employee mentoring. A Supervisor is the first level point of contact for Client Relations' escalations and is the first line of management for Client Relations Analysts.

In this role, you will assist management in establishing group goals and assist analysts in setting their objectives. You will identify and assume project ownership for process and productivity improvements, as well as acting as a mentor to other Analysts while providing management with performance feedback. In short, your role will serve as an important communications liaison between management and Customer Relations Analysts.

Coordinates the daily activities of a work group, setting priorities to ensure task completion. Provides technical/functional leadership as well as first line supervision, but does not have hire/fire authority. A bachelors degree and one year Client Relations experience and 3 years of professional experience in Client Relations field. Prefer a proven track record of excellent problem solving and research skills and excellent communication skills, while projecting a positive, professional image.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Desired profile

Qualifications :

We are looking to hire a Incident Support/MOD Manager to head up our team. At Oracle, we deliver Hospitality and Retail solutions to leading companies worldwide. To realize our vision of making innovative and comprehensive solutions, we look to attract, hire, and retain the best talent in the industry.

This role is located out of our Columbia MD offices.

Ideal Candidate:

·  Incident management/escalation oversight preferred
·  Technology Support Center Experience (Not call center)
·  Proven Track record of KPI's and ways to increase them
·  Proven Track Record of employee mentoring and advancement
·  Proven Track record of Employee Development
·  Experience with 24x7 Support Centers and Operational logistics
·  Ability to clearly speak to customers, create presentations
·  Proven Track Record of being Pro-Active on Customer Accounts and increasing satisfaction
·  Hospitality Experience with micros products (Opera, Fidelio, POS products), a plus